Refund policy

Return and Refund Policy

Because our products are custom-made using your submitted photo, name, date, or personal details, we do not accept returns, exchanges, or cancellations once the artwork proof has been approved and production has started.

We only offer a replacement or refund if your item arrives damaged, defective, or materially different from the approved artwork proof.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible at wherelightstays@outlook.com or WhatsApp +852 4421 3260.

If your artwork proof has not yet been approved, we may be able to adjust or cancel your order. Once the artwork proof is approved and production begins, the order can no longer be canceled.

Damages and Issues

Please inspect your order when it arrives. If your item is defective, damaged, or incorrect, contact us within 7 days of delivery at wherelightstays@outlook.com or WhatsApp +852 4421 3260.

Please include:
- Your order number
- Clear photos of the damaged or defective item
- Photos of the packaging
- A brief description of the issue

After reviewing your request, we will offer a replacement, remake, or refund when appropriate.

Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged, defective, or materially different from the approved proof:

- Custom photo suncatchers
- Personalized items with names, dates, text, or custom artwork
- Items made from customer-submitted photos
- Orders where the artwork proof was approved by the customer
- Sale items
- Gift cards

We do not accept returns or refunds for:
- Change of mind
- Incorrect photo submitted by the customer
- Wrong name, date, or text provided by the customer
- Customer-approved artwork proof
- Minor handmade variations
- Slight color differences caused by screen display settings

Returns

Because our items are custom-made, we do not accept general returns. Please do not send any item back without contacting us first. Items returned without prior approval will not be accepted.

European Union 14-Day Cooling Off Period

If your order is shipped into the European Union, you may have the right to cancel or return certain purchases within 14 days. However, this right may not apply to custom-made or personalized products that are made specifically for you.

Because our products are personalized and made to order, custom suncatchers are not eligible for return or cancellation once production has started, unless they arrive damaged, defective, or materially different from the approved artwork proof.

Refunds

If your refund is approved, it will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may need additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at wherelightstays@outlook.com.